Job DescriptionKronos (UKG Pro WFM) Application Support AnalystLocationMexico / Hybrid
Position SummaryDedicated and customer-oriented
Kronos (UKG Pro WFM) Application Support Analyst to join its Application Managed Services (AMS) team. The successful candidate will provide functional and operational support for the Kronos Workforce Management platform, ensuring business continuity for workforce scheduling, timekeeping, attendance, and labor management processes.
This role requires Kronos/UKG expertise, hands-on experience in application support, and the ability to work directly with business users, HR teams, plant operations, and technical stakeholders across multiple regions. The ideal candidate will combine technical troubleshooting skills with excellent communication and customer service capabilities.
Key ResponsibilitiesApplication Support- Provide Level 2 and Level 3 support for UKG Pro WFM (Kronos) applications.
- Troubleshoot and resolve incidents, service requests, and system-related issues within defined service levels.
- Support workforce management processes including:
- Timekeeping
- Attendance Management
- Absence Management
- Advanced Scheduling
- Analytics and Reporting
- Time Clock Configuration and Support
- Monitor application performance and identify opportunities to improve system stability.
- Perform root cause analysis for recurring incidents and recommend preventive actions.
User Support & Stakeholder Engagement- Act as a trusted point of contact for end users and business stakeholders.
- Analyze and address user-reported issues with a customer-focused approach.
- Conduct troubleshooting sessions with users to gather requirements and resolve operational challenges.
- Communicate incident status, resolutions, and workarounds clearly to both technical and non-technical audiences.
- Build strong relationships with HR, Operations, Payroll, and Plant teams.
Incident, Problem & Change Management- Manage incidents, service requests, and problem tickets through ServiceNow or similar ITSM tools.
- Participate in Problem Management activities to reduce repeat incidents.
- Support Change Management processes by validating configuration changes and promoting best practices.
- Collaborate with vendor support teams when escalation is required.
Required Qualifications- 3 years of experience supporting Kronos/UKG Workforce Management applications.
- Strong functional knowledge of:
- UKG Pro WFM / Kronos Dimensions
- Timekeeping
- Scheduling
- Absence Management
- Workforce Analytics
- Time Clock Administration
- Experience in application support or production support environments.
- Experience working directly with end users and business stakeholders.
- Strong troubleshooting and analytical skills.
- Knowledge of Incident, Problem, Service Request, and Change Management processes.
- Experience with ITSM platforms such as ServiceNow.
- Advanced English communication skills (written and verbal).
Success ProfileThe ideal candidate is a proactive support professional who understands both the technical and functional aspects of Kronos. They are comfortable interacting directly with business users, managing critical incidents, and working in a fast-paced global support environment while maintaining a strong focus on service quality and customer satisfaction.
